RICHMOND, VIRGINIA -- I have dealt with Apria ever since getting my first CPAP and have never had the problems that I have had in the past few years. First your company went to a cheap knock off version of the Quattro headgear and I was told by more than two telephone associates that you no longer carried this headgear and the replacement did not come in a medium. I told the associate my head was too large for the small and too small for the large. At least three associates told me this and a supervisor. I now have a large and a small headgear and my point was proven correct (neither headgear fits my head). I finally went online and ordered 4 medium headgear from the online store.
My biggest complaint is the respiratory therapist at the Parham Road location in Richmond, VA. On 10-20-2015 I went into your office with my bi-pap and it was supposedly replaced with a new machine although Matt said it had 25 hours on it. I came home, set it up and within a month, it started to beep continuously. Took it back and Matt told me it was suppose to beep and I told him I knew it was but not thirteen times or until I finally unplugged it. He was not interested in my complaint and would not do anything. A month after that I went back and again complained - this time his arrogance was worse than before and again would do nothing.
Finally I sent my caregiver in about the headgear and bi-pap both and he would do no more for her than he had done for me, said the manager was in a meeting. My five year date was up in February 2016 and when I called I was told it was past my five year date. I finally called back and asked to speak to the manage.
When the telephone call was returned it was not from the manager but the therapist Matt who proceeded to tell me the manager did not return calls and would not speak with me. Except for my last call I believe all visits and calls were prior to the February deadline. I even asked for the President's address which was not given to me. I was told to call your complaint department, who never returned my call. My frustration level with your company is through the roof.
AUSTIN, TEXAS -- Everything was great when I picked up the CPAP machine. I moved to Montana two months later and was told there were two offices within 70 miles of my new home. Later was told there were no Apria stores anywhere in Montana. After that everything was awful. No service in getting supplies. They advertise 700 plus therapists, but none would call me after repeated requests. Lied to by everyone I spoke to trying to get service. Spoke to a supervisor (hah) and same promises which were more lies. Finally I had enough and went to another company and got their machine.
Called Apria two times requesting a return box. Said I would get one in a few days... more lies. Called back and was assured they would send one. More lies. Finally paid out my own pocket to return machine and mailed it to office where I picked it up. I mailed it where a signature was required when they received it. Two weeks later I received a letter stating I would be turned over to a collection agency in seven days if I did not return the machine. I called Apria again advising I had person's name, date, time and address where item was shipped to and received by them. I sent in copies of such.
I received an email from someone where I sent machine stating they found the machine on a shelf and my file is closed. Nine days later I received another letter stating I would be turned over to collections in seven days if I did not return the machine. I sent a copy of letter to person who told me my account was closed, and guess what? No response.
How this company can continuing defrauding people and Medicare and still remain in business is beyond me. It just shows that Medicare has no oversight of companies it does business with and waste money like all government agencies. Stay as far away from APRIA as possible. There are other good companies out there, but APRIA is not one of them.
LAKE FOREST, CALIFORNIA -- In order for my wife to have home care, she needed a wound VAC. The hospital contacted Apria Healthcare for the unit. The first thing Apria did was contact my daughter for a credit or debit card to put on file. She refused. They contacted me. They gave me an estimate of my cost after insurance ($1,500). They also told me I couldn't return any unused supplies and implied without a credit card on file they wouldn't deliver the needed equipment. I reluctantly gave them my credit card number with the stipulation they wouldn't bill me until after the insurance paid. They indicated they would not bill as I requested.
They requested a time that I would be home for delivery of the wound VAC. I couldn't give a time. I was told I would get a call first. I got home from the hospital with my wife and find the wound VAC on the porch. They never called ahead just dropped it off.
A few days later I find Apria billed my credit card for $162. They never sent a bill, they didn't contact me in any manner. They didn't give me any method of contacting them either. I tried to send them an email from their website but it won't let you without an account number. I called their service line to inquire as to why they charged my card. I was told it was for supplies (that we didn't order in the first place). I argued that I never authorized any charges to my credit card. I received a "canned" response that I authorized auto-bill. Problem was that I didn't. I got nowhere with them.
She offered to send me a statement. What I received was a slip of paper that looked like an internal document showing what was shipped and charges. It wasn't a statement and the charges total was $400. Still doesn't fit what they charged my card. Out of frustration I disputed the charges with my bank. My account was credited. I got my money back and Apria gets a "ding" on their account. Maybe if more people fight back by disputing the charges, they would change their Gestapo billing tactics.
In the end, because I hit my out of pocket limit, the whole bill was covered by insurance. With the insurance discount the cost was far less than the $1,500 copay they quoted. If I can avoid it, I would never use Apria for anything. Their billing tactics and customer service re billing are horrible.
VAN NUYS, CALIFORNIA -- ZERO stars!! This company is, by far and away, the most unprofessional and despicable medical equipment company on the face of the Earth. BBB must shut them down. I will be writing to the Board of Health, BBB, and am starting a go fund to bring a class action lawsuit against this outfit.
Parent company Blackstone Group and CEO Mr Starck, if you read this, understand that the people who run this company are of the lowest tier of human scum and will ultimately be your demise. If your insurance ever refers you to these bunch of degenerates, RUN!! Yell complain scream - Do whatever possible to ask for a different referral. Anything to avoid these thieving bast@rd$!! Poor quality equipment - used and unsanitary. Ghetto location - ghetto customer service.
Beware!! I swear on everything holy, this is the worst experience I have had in my life. I'm not the only one. Do your research. Stay away!! I found a roach in my crap and was told they forgot they placed a used machine in a new case!!
I have been trying to get a refund from this company for 3 months. They billed my mother's credit card for oxygen which was paid in full by Medicare and her Medicare supplement policy. I called in January and after an hour on hold finally reached a person. She said the refund would appear on the credit card in about 2-3 weeks. After 4 weeks and no refund, I called again. 45 minutes on hold, then was told a refund was due and it would take 14 days. She also gave me a phone number that would get me to a person more quickly.
After another month passed with no refund, I called the "special" number. I was only on hold 35 minutes this time, so I guess it truly was special. The representative couldn't understand why the refund had not been processed and promised I would see it in 5 business days. That was a month ago, and still no refund. If you Google "Apria billing problems" or "Apria Medicare fraud" you will get so many hits that it is obvious that it this is normal operating practice. Avoid them!
LITTLETON, COLORADO -- Apria over a year ago said they would get me a new Cpap mask, and even a new machine, but now I have had to contact them for a mask. I have talked to three people giving same information and then today a person calls whom I can not understand and even asking her slow down, be clear, there is no change. Again, I am asking, "Can you get me the mask after a year and I get more talk including more things I can buy." My question is, "Can you get the mask promised last year." More and more words wanting repeats of information given until in frustration I hung up.
Tomorrow I am contacting my doctor and my insurance company to see what I can do to flee this horrible Apria system. Last year I had to beg my way into an inspection of my malfunctioning machine and a new mask, but after efforts did see someone. Each attempt to do business with the company gets worst. My advice is run from Apria.
NATIONWIDE, TEXAS -- I needed a CPAP machine and am covered by a Humana Obamacare plan. As I had met my maximum out of pocket for the year, Humana should pay 100% of allowed claims. Unfortunately Humana have an exclusive contract with Apria Healthcare: when I went to get the machine they refused to give it to me unless I gave them a credit card number. They told me that this would not be charged as it was only to make sure that I would return the machine at the end of the rental period. Liars!
Although I was reluctant to give them my card, there was no way I could get the machine I needed without, as Humana will not allow me to go elsewhere. Suddenly I get overdrawn warnings from my bank (and a stack of $27.50 charges) although there should have been around $250 left in it. Without any warning, and without sending any bill to me, Apria just decided to charge my card for $249. That was on December 12th, leaving me without any money to buy food, gas, or other essentials, until January 3rd.
On contacting them they refuse to refund it, claiming that there was a balance due on the amount paid by Humana, without explaining why or sending me a bill. In fact to contact Apria Billing about the matter you have to enter a number from the bill (the one they never sent me)!
JOPLIN, MISSOURI -- It is now Dec 14, 2015, I first contacted Apria about getting a replacement cPap Machine around Oct 13, 2015. I was told they would contact my insurance for eligibility for a new cPap. I went back to the local office near the end of October to check on the status. I was told I need a prescription from my Dr. I went and got the prescription and hand delivered it to the office. I next went into the office around Nov 12th and was told they needed me to see my Dr and he needed to send in a letter requesting the cPap. I see my Dr and the paperwork gets sent to Apria.
Nov 24th I was told the prescription had to be dated on or after the Dr visit. Done. Today I call and am told the Dr did not word his letter exactly like they needed (btw they sent the Dr.'s office what they needed, and I was told after they got the letter that is was what they needed).
After 5 contacts with Apria, they don't even know if they will have me a cPap before the end of the year. I am glad my life does not require a new machine immediately. I sincerely hope they get other life-critical medical supplies out in a timely manner. I am checking with my insurance for another in-network supplier.
UPDATE just got off the phone with Apria, they are going to see what they can do to get this resolved. I wished him luck.
CHARLOTTE, NORTH CAROLINA -- My husband was prescribed oxygen for pneumonia in the hospital in Santa Fe. We waited over four overs for the delivery after discharge, the case manager and I both made numerous calls to customer service. They were supposed to deliver oxygen to our home in Charlotte on midnight upon our return from Santa Fe. Of course, they did not even though I had confirmed the delivery by phone en-route. We made several frantic after hour calls to the local and national emergency Numbers only to be told to leave a message and they would call us back in the order our call was received.
Fortunately the nurse who accompanied us was able to leave her concentrator for us to use during the night. Finally, the next morning the dispatcher called and said someone would be right out. Three hours later it was delivered. Two days ago we notified the Local office that it was no longer required. We still have the equipment. The equipment sat at the hotel in Santa Fe for 6 days. We think this a scam to charge Medicare for every day we have the equipment even though it is not required. Do not do business with this company, ever!!!
TACOMA, WASHINGTON -- I have just sent this to Apria customer service: This is our second day of waiting for someone to pick up an oxygen concentrator and oxygen tank that is being returned. We spent yesterday at home waiting for a scheduled pickup and no one came. When my wife called (and waited for 45 minutes on the phone for an answer) she was told that someone had come to the house and no one was home.
The problem is, we cancelled several appointments in order to stay home! Then we were told the equipment would be picked up today between 10 and 2:15. Once again we had to cancel plans to stay home and wait for your driver. It is now 1:30 and no one has shown. My wife just called and was told the driver will not be here before 3!
From the day we started dealing with Apria your customer service has been non-existent. Scheduled times come and go with no contact to the customer. Wait times on the phone stretch out to well over half an hour. You have managed to create a customer service organization that makes Comcast look good.
I feel badly for your employees because I imagine the problem is management and not the people who work day-to-day to make your mission statement something more than the apparent joke that it is. We shall take every opportunity to use social media to inform people of the type of service they can expect from Apria.